Atkins Senior Desk Side & Technology Support Analyst Jobs in Kenya

The Senior Desk Side and Technology Support Analyst is the central point of contact for all IT related incidents and service requests. Their role is to both provide second line support for the Atkins Business, and supervise the local IS resources.

They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Key Deliverables

Supervision of local IT resources

Manage and prioritise all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelinesGeneral troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.

Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures

Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests

Ensure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolutionOwn, monitor and maintain equipment rooms to comply with Group IS and QSE standards

Support the set-up of new offices, sites or projects across the local region

Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process

Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy

Act as an escalation point for 2nd Line support issues

Ensure maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments

Act as an escalation point for local service issues

Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software

Daily analysis of reports indicating tickets outside of SLA with local team

Provide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager

Manage and review processes defined in the IS Business Management System

Works as directed by Desk Side and Technology Support Manager to maintain / enhance desk side services

Provide cover for the local Desk Side and

Technology Support Manager as and when required

Conduct training

programs designed to educate customers about basic and specialized applications